Turn up customer satisfaction 45%. Turn on Service Cloud.

 

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Increase customer satisfaction using the #1 platform for service.

 

Case Management

  • Use omni-channel routing to automatically match cases to the agent with the best skillset to solve them.
  • Track customers’ assets, orders, support history, and more, in one place for a complete view of their activity.
  • Log notes instantly when customers call. Plus, manage calls from within the console without touching the phone.

Agent Workspace

  • Get a 360-degreee view of each customer by connecting data across departments and back-end systems into one space for your agents.
  • Put productivity tools like macros, keyboard shortcuts, and ready-to-use templates at your agents’ fingertips.
  • Use knowledge management to drive quick case resolution with recommended articles and optimized article search.

Service Process Automation

  • Design processes with a point-and-click interface that lets you orchestrate workflows, create and update records, log calls, send emails, and more.
  • Recommend actions and guide agents through processes with dynamic and adaptive screens.
  • Make it easy for your contact center agents to pick up where the customer left off and resolve the request at any point in the support process.
 

High-performing service teams are:

 
 

4.8x

MORE LIKELY TO EXCEL AT MOBILE CUSTOMER SERVICE*

 

1.8x

MORE LIKELY TO GIVE AGENTS A COMPLETE VIEW OF CUSTOMER INFORMATION*

 

1.6x

MORE LIKELY TO USE ANALYTICS TO IMPROVE CUSTOMER SERVICE*

*Compared to underperformers. Source: Salesforce Research “State of Service” report.
 

Let's talk about how the world's #1 service platform can help grow your business.

Talk to an expert: 1-800-667-6389